Medical Emergency Service - International SOS
The Challenge
Bridging Customer Engagement SIlos
- Silos are being built in the organization from many years based on the nature of their operations
- Customers tend to have bundles of different experiences when there is no communication between Silos
Getting UX into the DNA of the system
- Showcasing the value of of UX and establishing the Customer Centric approach to the Organization
Access to Users Worldwide
- As the users were placed across the globe, understanding User Psychology of usage and getting feedback was a big challenge.
- Moreover, the end users were customers of clients where getting access to them was almost impossible.
Technological Constraints
- The company had already invested money on revamping the existing technology. Any concept or solution had to be considered for feasibility measures with respect to development effort.
Design Goals
- Build an Omnichannel and seamless experience across all products and services including Mobile Apps, Customer Service applications, Marketing, Sales and medical Assistance Applications.
- Improve overall Customer Engagement on Websites and Apps
- Has to be WCAG/ ADA compliant.
- Bring in Innovative concepts for creating better Digital Workspaces and solutions for better Business Processes
UX Activities
- Developed UX Strategic Frameworks
- Managed the entire UX Architecture, vendors, cost, and deliverable oversight.
- Facilitated UX Workshops, including Journey Mapping, Empathy Mapping, and Discovery Sessions.
- Engaged in Prototyping and UX Audits.
- Performed Usability Analysis and Testing.
- Delivered Feedback and Recommendations.
- Conducted Direct Client Interactions.
- Collaborated on Strategic Planning with Business Teams.
- Oversaw UX Design Management, encompassing:
- Effort Estimation
- Task Allocation and Tracking
- Talent Acquisition
- Professional Development and Mentoring
UX Strategy
UX Governance Model
The UCD Process + Agile Methodology
